Filter
Top Products
583
Salesforce.com Integration
Salesforce.com Integration is an optional client application that works in conjunction with Contact Center
Management and/or Call Accounting and requires an account with Salesforce.com (Enterprise edition), and,
optionally, Intelligent Queue (for Collect Caller Entered Digits only).
NOTE: Salesforce.com Integration is currently supported for use with the 3300 ICP only.
Salesforce.com Integration enhances the functionality of Salesforce by embedding your Mitel phone directly
into the Salesforce user interface. This improves productivity by providing fast and easy access to accounts,
contacts, cases, and other Salesforce objects directly related to incoming calls. Using Salesforce.com
Integration enables your contact center agents to perform their job functions through a single user interface.
Salesforce.com Integration is compatible with the Salesforce.com Microsoft Outlook connector. Users can
synchronize their Salesforce.com contacts, tasks, and calendar events, associate Outlook email messages,
and map custom fields in Salesforce.com to fields in Outlook.
Salesforce.com Integration manages interactions between the Contact Center Management server and the
hosted Salesforce.com server through the agent’s Salesforce user interface. Salesforce.com Integration
offers a wide variety of enhancements and capabilities to agents, including
• Unified login
Automatically log into Contact Center Management when logging into Salesforce.
• Hot desking support
ACD hot desking agents and non-ACD general business hot desking extensions are supported for
use with the Salesforce.com Integration.
• Click to dial
Agents can save time and avoid misdialed calls by using click to dial to contact customers, co-
workers, or extensions.
• Screen pop
When an external call arrives, the relevant Salesforce customer record displays on the agent’s
screen. If the call is subsequently transferred or joins a conference, the record displays on the screen
of the agent receiving the transferred call or taking part in the conference. Immediate access to
customer information increases agent productivity and improves customer satisfaction. Screen pop
can be configured to work with Automatic Number Identification (ANI), Dialed Number Identification
Service (DNIS), or Collect Caller Entered Digits (requires Intelligent Queue with the Collect Caller
Entered Digits option).
Pertinent customer information also displays in the Salesforce soft phone user interface, for example,
Caller Name, Collect Caller Entered digits, ANI, DNIS, and any search results you configure in the
Salesforce soft phone layout. See “Configuring soft phone layouts” on page 586.
• Call control
Agents can save time by having all their typical desk phone functions embedded and available
directly from the Salesforce user interface. With complete customer information on the screen,
agents can quickly access alternate numbers for customers.
• Call logging capabilities
Agents can log all call data using Salesforce. Call details are also captured by Contact Center
Management for reporting purposes. This ensures compliance with your business processes,
increasing consistency, and providing improved reporting.
• Agent status (ACD agents only)
Agents can view the availability of associate agents before transferring calls or initiating conference
or consultation calls.
• Make Busy codes and Wrap-up codes (ACD agents only)
Agents can place themselves in and remove themselves from Make Busy to show their availability to
receive calls. After agents indicate they are not ready for calls, they can select from a variety of Make
Busy codes that describe their activity. After finishing an external ACD call, agents can select from a
list of Wrap-up codes (also known as Call Classification codes). Supervisors can use this information
to track call activity and measure agent performance.